Customer Experience Awards 25 September 2014

Telecoms for Smart Grids 22 - 23 September 2014

Marriott Regents Park, London

These two days illustrated the huge potential for helping to drive change in this industry, especially as the rewards are not difficult to identify and quantify. The challenge will be how the utility companies adapt and respond to consumer expectation once the technology is in place. Issues such as billing, home generation, energy efficiency and smart devices will require a very different consumer relationship. However, this new relationship has the opportunity to drive behaviours that can contribute to reducing costs such as peak demand, whilst providing cross and upsell opportunities that currently don’t exist. The other potentially big win will be data, both from an operational and customer insight perspective. As always the key to success will be to prove to consumers and regulators the value that can be gained, and for whom.